#Telenet troubleshooting

1 messages · Page 1 of 1 (latest)

spice atlas
#

Here we're finding tracerouts from Telenet ISP.

A traceroute is a diagnostic command that shows the path your internet traffic takes from your computer to a destination server (identified by its IP address or hostname). For every network hop along the way, it reports the response time in milliseconds (ms).

When you experience connection problems, such as slow response, disconnects, high latency, or packet loss, a traceroute helps us identify where along the route the issue is occurring. Please follow the steps below that match your operating system and send us the full output.

Windows

Step 1. Open Command Prompt
Press the Windows key on your keyboard (or click the Start button).
Type cmd and press Enter. Command Prompt will open (a black window).

Step 2. Run the traceroute command
In the Command Prompt window, type the following and press Enter:
tracert IPS BELOW

Wait for the command to finish. You will see up to 30 lines of output, one for each hop on the route. The last line should say "Trace complete."

Please use these IPs:

3.66.107.109 
18.198.170.147 
18.184.37.222```

**Step 3. Copy the output**
• Right-click anywhere inside the Command Prompt window and choose "Select All" (or press Ctrl+A).
• Press Enter, or right-click again, to copy the selected text to the clipboard.
•  Paste the copied output (Ctrl+V) here in this thread.

**Optional: save the output to a file**
If the output is long or hard to copy, you can save it directly to a file on your Desktop:
tracert `IPs above` > %USERPROFILE%\Desktop\traceroute.txt
Then attach traceroute.txt from your Desktop to your reply.
#

@muted ore @subtle quiver here!

I also saw the mobile app screenshot from @subtle quiver. May I also ask your email you're using for this service, if possible?

Here's the list of additional info Telenet told us to collect:
`- Date and hour of issue

  • Original Email of the sender (To be added as attachment)
  • Original Email(s) of the recipient (To be added as attachment)
  • is it to all recipients or only some recipients (which domains)
  • The error message received`
muted ore
#

I'll put a reminder to do it tomorrow 👌

#

Not home atm

subtle quiver
#

Microsoft Windows [Version 10.0.26200.8246]
(c) Microsoft Corporation. Alle rechten voorbehouden.

C:\Windows\System32>tracert 3.75.35.235

Tracing route to ec2-3-75-35-235.eu-central-1.compute.amazonaws.com [3.75.35.235]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 16 ms 12 ms 8 ms d8D86C001.access.telenet.be [141.134.192.1]
3 18 ms 13 ms 11 ms dD5E0C932.access.telenet.be [213.224.201.50]
4 21 ms 23 ms 20 ms dD5E0F920.access.telenet.be [213.224.249.32]
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

#

Microsoft Windows [Version 10.0.26200.8246]
(c) Microsoft Corporation. Alle rechten voorbehouden.

C:\Windows\System32>tracert 3.66.107.109

Tracing route to ec2-3-66-107-109.eu-central-1.compute.amazonaws.com [3.66.107.109]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.0.1
2 10 ms 10 ms 11 ms d8D86C001.access.telenet.be [141.134.192.1]
3 14 ms 20 ms 9 ms dD5E0C932.access.telenet.be [213.224.201.50]
4 * * 14 ms dD5E0F920.access.telenet.be [213.224.249.32]
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

#

Microsoft Windows [Version 10.0.26200.8246]
(c) Microsoft Corporation. Alle rechten voorbehouden.

C:\Windows\System32>tracert 18.198.170.147

Tracing route to ec2-18-198-170-147.eu-central-1.compute.amazonaws.com [18.198.170.147]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 20 ms 14 ms 13 ms d8D86C001.access.telenet.be [141.134.192.1]
3 16 ms 11 ms 10 ms dD5E0C932.access.telenet.be [213.224.201.50]
4 * 18 ms 13 ms dD5E0F920.access.telenet.be [213.224.249.32]
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

#

C:\Windows\System32>tracert 18.184.37.222

Tracing route to ec2-18-184-37-222.eu-central-1.compute.amazonaws.com [18.184.37.222]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.0.1
2 12 ms 13 ms 15 ms d8D86C001.access.telenet.be [141.134.192.1]
3 8 ms 11 ms 12 ms dD5E0C932.access.telenet.be [213.224.201.50]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

#

S-54945067 is my ticket number with them about this

muted ore
#

I remember I had a similar traceroute when I tried before

subtle quiver
muted ore
#

To 3.66.107.109 I hop 3 times:

`Tracing route to ec2-3-66-107-109.eu-central-1.compute.amazonaws.com [3.66.107.109]
over a maximum of 30 hops:

1 4 ms 3 ms 4 ms 192.168.0.1
2 65 ms 14 ms 51 ms 78-20-224-1.access.telenet.be [78.20.224.1]
3 16 ms 47 ms 15 ms dD5E0C8FA.access.telenet.be [213.224.200.250]
4 17 ms 15 ms 16 ms dD5E0F90C.access.telenet.be [213.224.249.12]
5 * * * Request timed out.
6 * * * Request timed out.`

Others have the same result, only 2 times:

`Tracing route to ec2-18-184-37-222.eu-central-1.compute.amazonaws.com [18.184.37.222]
over a maximum of 30 hops:

1 3 ms 3 ms 4 ms 192.168.0.1
2 21 ms 16 ms 17 ms 78-20-224-1.access.telenet.be [78.20.224.1]
3 29 ms 15 ms 13 ms dD5E0C8FA.access.telenet.be [213.224.200.250]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.`

subtle quiver
#

@muted ore @spice atlas looks like they fixed it